Engineer I Technical Customer Support

Engineer I Technical Customer Support

Your impact

Join our global Level 3 Support team. You'll resolve the most complex technical issues our customers face, combining deep technical expertise with exceptional customer support. You'll work closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system-level challenges.

In this role, you'll:

• Investigate and diagnose complex technical issues raised through support tickets

• Build deep product knowledge across Anaplan's platform and tools (including Grafana)

• Collaborate with other teams to guide customers through complex technical solutions

• Raise and track product bugs when you identify them

• Communicate investigation progress and outcomes clearly to internal teams

• Lead release reviews and onboard new product features to global support teams

• Document detailed investigations and share technical knowledge within the team

• Drive initiatives that improve quality and efficiency

• Lead by example in all your work

• Guide and mentor junior colleagues in both technical and professional skills

• Provide 24/7 emergency support for critical customer issues through our on-call rota

• Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Your qualifications

Essential:

• Early-career professional with at least 2-3 years of experience in:

• Data analysis (Excel, Anaplan or similar tools)

• Software development or quality assurance

• level 2 or level 3 technical support

• A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets

• Fluent or professional proficiency in English

• A quick learner with a curiosity for understanding complex systems and software behavior

• Genuine passion for problem-solving and resilience in resolving challenging technical issues

• An analytical mindset with a methodical and detail-oriented approach

• Able to thrive under time constraints in a fast-paced, dynamic environment

• Excellent communication skills to convey technical information clearly

• Experience leading smaller team projects and mentoring colleagues

• Experience creating technical documentation and delivering training

Preferred:

• Familiarity with technical support environments, SaaS platforms, or complex data systems

• Experience working with monitoring tools such as Grafana (or willingness to learn)

• Adaptability to shifting priorities and managing multiple concurrent issues

• A team player comfortable working cross-functionally across global teams

• Enthusiasm for customer success and delivering high-quality solutions

• Experience with Anaplan or similar planning products